Typical Day in Role:
• Provides timely frontline support and guidance internally on issues related to the creation and maintenance of supplier data in the Bank’s operations procurement and/or payment tools, maintaining existing records and deactivating supplier records.
• Triage and resolve TPRM CRA support tickets and inquiries from multiple channels (e.g., ServiceNow, email, chat).
• Operate the Bank’s issue ticket management system to log, track, and resolve Level 1 and complex support issues.
• Interact with technical teams and requesters to facilitate resolution and follow-up.
• Perform data cleansing and validation to ensure accuracy, consistency, and completeness of supplier records.
• Initiate and track action plans to collect missing supplier information.
• Capture and analyze data points for SLA, KPI, and KRI reporting.
• Maintain internal trackers and ensure adherence to data quality standards.
• Develop and maintain internal process documentation, SOPs, work instructions, and user-facing guides.
• Prepare job aids to reduce support volume and improve resolution times.
• Conduct training sessions on tool navigation, workflows, and basic processes.
• Review and manage multilingual content (English, French, Spanish) for user tools and templates.
• Identify trends and opportunities to enhance user experience and improve risk mitigation controls.
• Recommend and implement process improvements based on root cause analysis.
• Apply knowledge of procurement and risk policies to ensure alignment with global standards.
• Understand and incorporate the Bank’s risk appetite and culture into daily operations.
• Ensure compliance with operational, AML/ATF, and conduct risk requirements.
• Provide backup support for contract request activities as needed.
• Contribute to cross-functional initiatives and foster a high-performance, inclusive work environment.
Candidate Requirements/Must Have Skills:
• 5 years of business administration, business process improvement, and/or business help desk, experience. Service and customer-oriented attitude.
• Excellent knowledge of MS Suite.
Nice-To-Have Skills:
• (Spanish an asset)
• Experience with helpdesk or procurement software (ICERTIS and SMARTBUY) is an asset.
• Familiarity with Coupa’s functionalities, such as risk assessment, supplier onboarding, data maintenance, workflow navigation, PO creation and Invoice functionality.
• Familiarity with risk evaluation frameworks, due diligence procedures and contract management
Soft Skills Required:
• Good customer service skills when dealing with internal and external stakeholders.
• Authentic, decisive, resilient, highly collaborative, curious and results-oriented
• Superior writing, research, presentation, and project management skills.
• Strong problem solver who supports the team to navigate challenges and/or asks for help from above when needed.
• Strong written and verbal communication skills in English
• Able to see tasks through to completion without significant guidance
• Self-managed and results-oriented with sense of ownership is required
• High level of self-motivation and initiative, ability to operate effectively as a team player and adapt quickly to change.
• Excellent organizational and analytical skills.
Education & Certificates:
• College Diploma or equivalent combination of education and work experience.